Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are loyal Abt customers spending thousands on appliances & purchases. During past year we've had ongoing problems with both poor quality of major kitchen appliances purchased as a bundle & then getting defective items repaired or replaced.On 6/2021 Abt delivered to our home an approx. $10K kitchen appliance bundle: Viking ***** *************************************** From the 3 appliances, only refrigerator worked. Viking oven was replaced 3 times because 2 previous units were totally useless. Each time was a struggle, requiring numerous *************** & speaking with ***************** Process took 6 months, all in midst of pandemic, with techs coming into our home, which was dangerous & disruptive as my husband is elderly & in high-risk group for COVID complications. Although 3rd oven works for cooking food, oven door won't completely close so heat escapes during use & oven light is perpetually on when not in use. I'm including facts about oven in this complaint so BBB understands context, background & ongoing struggles with *** to replace 2 out of 3 defective appliances. This complaint is about KitchenAid dishwasher which never worked well & after being repaired in ********** 2022, is still useless. Control ************ dispenser were replaced but dishwasher does not work. Yet *** refuses to replace it. We've followed their protocol: having techs come to our home, diagnose issue, order parts, make another appointment to repair, only to have to do this again, because they just provide band aid repairs." On 10/2022 manager ****** said we have to go through process again. I agreed & tech came today 11/5/22. After I submitted solid documentation that control ************ dispenser don't work, tech shows up with no replacement parts & only confirmed that control ************ dispenser don't work & motor likely does not work. He said best to replace appliance but that he won't say that to Abt. Spoke with ***** at Abt today but they won't replace dishwasher.

  

  Business Response

  Date: 11/09/2022

  We have secured the parts and are contacting the customer to schedule repair.  If this repair does not fix the problem we will replace the dishwasher.

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18363373
  
  I am rejecting this response because:

  Continuing to repair the dysfunctional KitchenAid dishwasher at the expense of the disruption it causes in our lives is not acceptable. This is in addition to the chaos and disruption we have already been through with replacement of the Viking oven which came with the kitchen appliance bundle we purchased from Abt consisting of the Viking oven, KitchenAid refrigerator and KitchenAid dishwasher. Out of 3 supposedly excellent quality kitchen appliances 2 appliances were completely useless: the Viking oven had to be replaced 3 times, and with the third oven received, the door still does not shut correctly, so that heat escapes when it is in use and so that the oven light stays on perpetually, even when not in use. The process of replacing the oven several times consisted of at least 6 months of disruption to our lives, where we did not have an oven to cook on, and with many Abt techs coming into our home during the pandemic,which was dangerous for my husband who is elderly, ill, and in a high-risk group for complications from COVID. This process caused marked distress in our lives.And we have already been through the cycle of repairing the dishwasher, only to have the appliance break down again within a short time and then having to go through the same cycle of scheduling repairs, having a technician come unprepared to do the repair after the service department has been told that the same parts as the last repair have broken down, waiting for parts to be ordered, having the tech come back again, cancelling work again to be available to the tech, and cancellations of service dates by the tech or showing up at a time that was previously explained to the scheduler that we would not be available, all resulting in weeks to months without a functional dishwasher is not acceptable. We have already discussed this with the service department per many telephone conversations and emails, with the history of communication with the service department comprehensively documented by a lengthy email communication thread, which the service department has and which I included as an attachment in addition to a number of photos, with the BBB complaint. I noticed that the email attachment was not acknowledged by *** as having been received from BBB and I am attaching it again.
  Bottom line: **** from the service department called me on Wednesday, November 9, 2022 to advise us that based on the issues of this complaint, the manager has authorized the replacement of the KitchenAid dishwasher and that the new dishwasher will be delivered and installed on Saturday, November 19, 2022.
  
  Sincerely,
  
  ***************************

  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/16/2022

  We will be exchanging the unit on 11/19/22

  Customer Answer

  Date: 11/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had our Kitchen Aid refrigerator installed by ABT in june. It suddenly stopped working one week ago today. It is still under warranty . The tech repair person said it needed a new compressor and basically all the inner workings needed to be replaced. I didn't buy a refurbished refrigerator so I requested a replacement . No one at ABT will return my calls. I'll be their 78th complaint!! Several same scenarios with this model, reveal that after being repaired the problems continued!!! Please help.

  

  Business Response

  Date: 10/26/2022

  I am sorry for the trouble with the customer's fridge. Our store manager spoke to the customer and arranged for a replacement to be delivered today.

  Customer Answer

  Date: 10/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************